Cancellation, Change and Refund Policies

At Arturo Orduña | Author Studio, our digital services, access, and limited-capacity in-person experiences are managed under a strict exclusivity model. Therefore, the following commercial terms apply:
1. Cancellation Policy
The user has a maximum period of 3 (three) hours after making the purchase to request the cancellation of their order or access.
After these 3 hours, the space, pass or digital service is definitively reserved and assigned, so no subsequent cancellations will be accepted under any circumstances.
To process a cancellation within the permitted period, it is essential to notify us through our official contact or support channels on the website.
2. Refund Policy
There are no refunds under any circumstances once the 3-hour period following the purchase has passed.
This policy applies restrictively to all our digital products, tour passes (such as Hidden Queretaro), workshops, and signature experiences.
The user's absence from a scheduled experience, the lack of viewing of digital content, or the last-minute change of plans by the customer are not grounds for a cash refund or credit balance.

​

3. Returns Policy for Defective Physical Products
Returns or exchanges will only be accepted for physical products that have factory defects or damage attributable to the transfer, provided that it is reported within the first 48 hours after receiving the item.
To be eligible for a refund, the physical product must be in the same condition as when it was delivered and with its original packaging.
Once the physical factory defect has been validated, the item will be replaced or a credit note will be issued, depending on the availability of the piece in the gallery.